When new users - particularly users who may be behind a VPN - first access Bright, they sometimes discover that audio and video recording functions are not working. Read on to learn how to adequately tech test your system for a seamless experience.
Chrome Settings
The best place to start is the Chrome settings associated with the Bright platform address. To check these, first have the user click the small lock icon next to the html link and select 'Site settings.'
Next confirm that the 'Camera,' 'Microphone,' and 'Sound' settings are all set to 'Allow' as noted below.
Microphone Settings
If recording functionality still is not working, you can check which microphone your browser is using for Bright. To do this open your Chrome microphone settings - chrome://settings/content/microphone.
First, confirm that the Bright app is listed under 'Allowed to use your microphone.'
Second, check which microphone is selected for use in the browser. As noted in the sample image below, sometimes computers have multiple microphone inputs. This is especially common in customer service settings where agents use a headset microphone separately from their built-in computer microphone. We have seen a couple scenarios where agents could not record, and then when they plugged in their headsets were able to proceed.
Computer Permissions
The final (though less common) issue to check is the individual user's computer settings. In some cases companies or VPN networks disable access to certain apps by default. Follow the steps in the images below to confirm Chrome mic access permissions for both PC and Mac computers.
PC
Step 1: Visit Settings and select Privacy
Step 2: Choose Microphone
Step 3: Scroll Down and confirm that the toggle is switched to the 'On' position and that Chrome is included under 'Allow desktop apps to access your mic.'
MAC
Step 1: Visit Settings and select 'Privacy & Security'
Step 2: Choose 'Camera' and Allow Google Chrome
Step 3: Repeat steps 1 and 2 for your microphone as shown below.
If these steps don't work, we recommend you work with your Bright account manager to submit a formal ticket to your company's IT support team.